Customer Support Service
Resume:
Prem Kumar Pathak
H-*** Vasant Vihar Harmu
Ranchi, Jharkhand, 834002 India
*********@*****.***
ObjecƟve
Dedicated and experienced Customer Support RepresentaƟve with over 5 years of providing excellent customer service and resolving issues. Adept at handling inquiries, troubleshooƟng problems, and ensuring customer saƟsfacƟon in high-volume environments. Seeking to leverage my skills in communicaƟon, problem-solving, and customer care to contribute to the success of SoŌware Support
Professional Experience
Customer Support RepresentaƟve
Concentrix — Ranchi Jharkhand India
05/2018 – 11/2020
Responded to inbound customer inquiries via phone, email, and live chat, ensuring a high level of customer saƟsfacƟon.
Troubleshot and resolved technical and product-related issues for customers, ensuring prompt resoluƟon and minimizing escalaƟons.
Maintained a customer saƟsfacƟon raƟng of [100]% by delivering Ɵmely and effecƟve soluƟons.
Processed orders, returns, and exchanges, while adhering to company policies and procedures.
Collaborated with cross-funcƟonal teams, including sales and technical support, to resolve complex customer concerns.
Provided detailed feedback and suggesƟons to management on recurring customer issues, helping to improve processes and service quality.
Customer Support RepresentaƟve
TCS — Kolkata India
05/2021 – 06/2023
Provided frontline support for customers inquiring about product features, troubleshooƟng, and account issues.
Assisted customers in navigaƟng online portals and using company tools to access services, increasing customer engagement and retenƟon.
Documented customer interacƟons and issues in CRM systems, ensuring accurate tracking and reporƟng of customer data.
IdenƟfied opportuniƟes for upselling addiƟonal services, achieving a sales target of [100]% over the course of [3] months.
Trained and mentored new hires on company policies and customer service best pracƟces. Front-End Developer
Anudip FoundaƟon — Ranchi Jharkhand India
07/2023 – 09/2024
Answered customer calls and emails, providing consistent and friendly service across mulƟple channels.
Design Responsive edge cuƫng web applicaƟon
Provided resoluƟons to basic and intermediate customer issues, ensuring Ɵmely responses to customer concerns.
Assisted in customer surveys and feedback gathering, contribuƟng to service improvements.
Maintained an average response Ɵme of under [X] minutes for customer inquiries.
Kept up-to-date with product knowledge, ensuring customers received accurate informaƟon. Skills
Excellent CommunicaƟon (WriƩen & Verbal)
Customer RelaƟonship Management (CRM) SoŌware (Sales force, Zoho, Zendesk Sell)
Technical TroubleshooƟng
Front-End Development (HTML, CSS, JAVASCRIPT, REACT, Node.js)
Conflict ResoluƟon and EscalaƟon Management
Time Management and MulƟtasking
AcƟve Listening and Empathy
Data Entry and Record Management
Strong Product Knowledge
Problem-Solving and AnalyƟcal Skills
EducaƟon
Bachelor of Computer ApplicaƟon in [Computer Science] Himalyan University — Noida Itanagar AP India
GraduaƟon Year: [2018]
CerƟficaƟons
CerƟfied Customer Service Professional (CCSP) — [2019]
[Best Front-end Developer] — [2023]
Languages
English (Fluent)
[Hindi] — [Fluent]
Name: Prem Kumar Pathak
Date: 11-09-2024 Place: Ranchi
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